Remote Senior SPOC Lead – Loss Mitigation & Collections

First American; Georgia; On-site; USD 37,000 - 49,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

PTO / Paid sick leave

Employee stock purchase plan

Job summary

First American is seeking an Operations Team Lead to manage the Sr. Collections SPOC team, oversee complex loss mitigation cases, and ensure regulatory and investor guideline compliance.

The role focuses on coaching staff, optimizing workflows, and driving superior borrower outcomes. The position requires extensive mortgage servicing experience, strong leadership, and excellent negotiation and communication skills.

Qualifications

• High School diploma or equivalent required; some college preferred.
• Typically 5+ years of mortgage servicing experience with SPOC, loss mitigation, and advanced collections.
• Experience leading, coaching, mentoring, or acting as a senior resource in collections or loss mitigation.

Responsibilities

• Lead daily SPOC team operations, monitor queues and priorities to meet SLAs.
• Escalate complex borrower situations; oversee loss mitigation options and regulatory concerns.
• Conduct inbound/outbound outreach, modeling best practices in communication and compliance.
• Monitor KPIs, identify trends, and provide insights to improve borrower experience.
• Coach and mentor Senior Collections Specialists; provide refresher training on policies and guidelines.
• Serve as SMEs for SPOC processes and investor programs (FHA, VA, FNMA, FHLMC).
• Review activity and documentation for accuracy and regulatory compliance.
• Assist with workflow coordination and issue resolution during peak periods.
• Contribute to process improvements, audits, and strategic initiatives.

Skills

SPOC leadership

Loss mitigation

Mortgage servicing

Regulatory compliance

Negotiation

Customer communication

Team coaching

Analytics

Microsoft Office

Stakeholder management

Education

High School diploma or equivalent

Tools

Microsoft Office applications

Mortgage servicing systems

Job description

First American is seeking an Operations Team Lead to manage the Sr. Collections SPOC team, oversee complex loss mitigation cases, and ensure regulatory and investor guideline compliance.

The role focuses on coaching staff, optimizing workflows, and driving superior borrower outcomes. The position requires extensive mortgage servicing experience, strong leadership, and excellent negotiation and communication skills.